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Hi there,
1st, 2nd, 3rd line support are terms used in the IT industry to make the level of support.
Generally 1st line is the person that take the inital call and tries to deal with it. If they can't deal with it, it gets passed to the 2nd line of support, and if they can't deal with it, it gets passed to 3rd line support etc.
The whole idea is that the cleverest bods do not have to deal with the simple issues.
I say generally, because there are no standards. Each company's IT support levels are different. One company could use 1st line as call taking only, where others only have one level of support.
The uses of these terms are generally of no use outside of a company. Though you will often see them used as buzz words by IT recruitment companies to help market people. (ooo he is 3rd line support he must know what he is doing.. Though in fact he could be 1 of only 3 people in support)
I hope this sort of helps you...
Andy
What else can I help you with?
What is the difference between first line and second line support?
First line support normally involves dealing with customers, clients or employees directly to resolve their issues. Normally the issues are fairly basic. Second line support should take over a support request once it has been established there is a problem with the supported 'system' and it is not to do with user training, user environment, etc. Second line support will liaise with third line support for any highly technical issues. Second line support is usually the middle-man between first line and third line Third line support is a non-customer focused base of technical staff that will investigate and resolve problems.
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